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The Importance of Call Center Schedule Adherence

In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the

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Why aren’t we hearing more EMPATHY in customer service?

This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f

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4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv

7 min read

Communication Skills for Multilingual Customer Service Reps Serving North America

Explore the 10 most common communication issues for frontline customer service agents when English is their second language.